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Dissertations / Theses on the topic 'Call centers'

Author: Grafiati
Published: 4 June 2021
Last updated: 25 July 2025

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1

Vuthipadadon, Somchan. "Scheduling inbound calls in call centers." [Ames, Iowa : Iowa State University], 2009. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3355541.

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2

Reed, Joshua E. "Queueing Models for Large Scale Call Centers." Diss., Georgia Institute of Technology, 2007. http://hdl.handle.net/1853/16332.

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In the first half of this thesis, we extend the results of Halfin and Whitt to generally distributed service times. This is accomplished by first writing the system equations for the G/GI/N queue in a manner similar to the system equations for G/GI/Infinity queue. We next identify a key relationship between these two queues. This relationship allows us to leverage several existing results for the G/GI/Infinity queue in order to prove our main result. Our main result in the first part of this thesis is to show that the diffusion scaled queue length process for the G/GI/N queue in the Halfin-Whi
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3

Jouini, Oualid. "Stochastic modeling in call centers operations management." Châtenay-Malabry, Ecole centrale de Paris, 2006. http://www.theses.fr/2006ECAP1022.

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Le sujet de cette thèse porte sur le développement et l'analyse de modèles stochastiques pour l'aide à la décision dans les centres d'appels. Dans la première partrie, nous considérons un centre d'appels où tous les agents sont groupés ensemble. Nous étudions les bénéfices de la migration depuis cette configuration à celle où les agents sont organisés en pool. Chaque pool est responsable d'un portefeuille de clients. Ensuite, nous considérons un centre d'appel avec des clients impatients. Nous développons des politiques dynamiques pour l'affectation des clients aux différentes files d'attente.
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4

Thompson, Julieo Stephen. "The Evolution of Technology in Call Centers." Diss., NSUWorks, 2019. https://nsuworks.nova.edu/gscis_etd/1068.

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Historical research was conducted through literature. The report traces the evolution of technology in call centers (CCs) from their early inception to 2018. CCs are integrated into many facets of multidisciplinary areas of business, industry, and public and private institutions of higher education. Three research questions were addressed: What technologies enabled the start of CCs? How did the communications between customers and CSRs take place? What was the content of the earlier communications? How did services and communications evolve as technology matured? What are the current state-o
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5

Combs, Kimberly M. "Strategies for Retaining Employees for Call Centers." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3341.

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Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg's motivation-hygiene theory. Data were colle
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6

Ellway, Benjamin Piers William. "Call centres : work, service, & technologies." Thesis, University of Cambridge, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.609748.

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7

Legros, Benjamin. "Optimization of multi-channel and multi-skill call centers." Phd thesis, Ecole Centrale Paris, 2013. http://tel.archives-ouvertes.fr/tel-00997410.

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Call centers have been introduced with great success by many service‐oriented companies. They become the main point of contact with the customer, and an integral part of the majority of corporations. The large‐scale emergence of call centers has created a fertile source of management issues. In this PhD thesis, we focus on various operations management issues of multi‐skill and multichannel call centers. The objective of our work is to derive, both qualitative and quantitative, results for practical management. In the first part, we focus on architectures with limited flexibility for multi‐ski
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8

Moreira, Rogério. "A rotatividade de pessoal em call centers brasileiros." Pontifícia Universidade Católica de São Paulo, 2008. https://tede2.pucsp.br/handle/handle/1291.

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Made available in DSpace on 2016-04-25T16:45:07Z (GMT). No. of bitstreams: 1 Rogerio Moreira.pdf: 1750030 bytes, checksum: 731d8143bcca419a4e7fed448cb9f36d (MD5) Previous issue date: 2008-06-25<br>This dissertation is the report of a research work developed to study the causes of the high employee turnover in brazilian call centers. After a revisional work of the main aspects of call center management and employee turnover research, it was chosen to study the correlation with human resources management (HRM) practices, in the same research strategy chosen by Huselid(1995) and Batt(2002). The
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9

Marques, Ana Paula Fernandes. "Call Centers: inovação tecnológica, manutenção das formas organizacionais." Master's thesis, Instituto Superior de Economia e Gestão, 2004. http://hdl.handle.net/10400.5/912.

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Mestrado em Sociologia Económica e das Organizações<br>Uma das problemáticas mais discutidas no seio da sociedade da informação é a subsistência de alguns dos aspectos mais negativos da sociedade industrial, apesar de toda a evolução tecnológica que tem acontecido nos últimos anos. Um desses aspectos é a organização do trabalho e os efeitos que tem nos trabalhadores. Na época áurea do Taylorismo/Fordismo os trabalhadores das linhas de montagem apresentavam níveis elevados de alienação, por um lado, devido ao trabalho ser repetitivo e destituído de qualquer incentivo à criatividade, e por outro
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10

SILVA, Alysson Barros da. "Avaliação de desempenho e planejamento de capacidade em call centers de serviços de emergência." Universidade Federal de Pernambuco, 2010. https://repositorio.ufpe.br/handle/123456789/2377.

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Made available in DSpace on 2014-06-12T15:57:31Z (GMT). No. of bitstreams: 2 arquivo3203_1.pdf: 3864799 bytes, checksum: 500c1ed242d62eb06b6271e45b30d5db (MD5) license.txt: 1748 bytes, checksum: 8a4605be74aa9ea9d79846c1fba20a33 (MD5) Previous issue date: 2010<br>Os call centers de serviços de emergência fornecem serviçoes de extrema importância para a sociedade, pois é a partir deles que são acionados os órgãos de segurança, resgate e socorro. Quando aciona um serviço de emergência, a população faz seu primeiro contato com um call center, para onde convergem todas as chamadas. Essa cen
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11

Miller, Noleen Bonita. "The impact of the workplace environment on the emotional and physical wellbeing of call centre agents in the Cape Metropole." Thesis, Cape Peninsula University of Technology, 2014. http://hdl.handle.net/20.500.11838/1004.

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Thesis submitted in fulfilment of the requirements for the degree Master of Technology: Business Administration in the Faculty of Business at the Cape Peninsula University of Technology 2014<br>Call centres have become an important source for organisations to provide efficient information to their customers through cost-effective communication channels. Call centres are defined as a work environment in which the main business is mediated by computer- and telephone-based technologies that allow the effective distribution of incoming calls to available staff, and permit customer–employee com
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12

Henken, Kirsten. "Dynamic contact centers with impatient customers and retrials." Saarbrücken VDM Verlag Dr. Müller, 2007. http://d-nb.info/98879814X/04.

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Labarthe, Carrara Javier. "Hardiness personality and its relation to voluntary resignation in call centers." Pontificia Universidad Católica del Perú, 2017. http://repositorio.pucp.edu.pe/index/handle/123456789/123830.

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This paper discusses the relationship between hardiness personality and workers’ voluntary resignation from call center jobs. The aim is to understand the decision to leave through a subject’s personality. The hardiness personality questionnaire developed by Moreno, Garrosa and Gonzalez (2000) was administered to a sample of 81 telemarketers. A higher probability of voluntary resignation was found in those with low hardiness personality as well as in those with higher levels of education. The greater permanence of workers with a high level of hardiness personality shows that there are individu
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14

Mohammed, Rafiq. "Personalized call center traffic prediction to enhance management solution with reference to call traffic jam mitigation a case study on Telecom New Zealand Ltd. : a dissertation submitted to Auckland University of Technology in partial fulfillment of the requirements for the degree of Master of Computer and Information Sciences (MCIS), 2008 /." Click here to access this resource online, 2008. http://hdl.handle.net/10292/479.

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15

Werner, Ann. "Work dysfunctions and their consequences as experienced by call centre agents." Thesis, Stellenbosch : University of Stellenbosch, 2006. http://hdl.handle.net/10019.1/1523.

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Thesis (MA (Industrial Psychology))--University of Stellenbosch, 2007.<br>Overview of previous work: Previous research on call centres has identified the inherent stressful nature of the call centre agent job. In fact researchers have gone so far as to name call centres ‘sweatshops of the new millennium’, (Crome, 1998; Fernie, 1998). Comparative studies between human service work and burnout have often featured in current literature as have studies concerning the correlations between call centre work and job satisfaction, the effects of shift work, and stress in the call centre environmen
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16

Dawson, Alison S. F. "Call centre employment a qualitative study." Thesis, University of Stirling, 2002. http://hdl.handle.net/1893/988.

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This study explores aspects of the nature and experience of call centre employment. In 1972 only 42% of UK households had a home-based telephone (BIFU, 1996). By 2000 98% of UK homes had access to either fixed-line or mobile telephone services (Oftel, 2001). The commercial exploitation of this artifact is now being realised through call centres employing sophisticated information and communications technologies. Virtually unheard of a decade ago, UK call centres provided jobs for an estimated 264,000 people in 2001 (Datamonitor, 1999). They have increasingly attracted public and academic atten
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17

Chinhamo, Edmore. "The application of quality management systems at a computer customer contact centre in Cape Town." Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/2310.

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Thesis (MTech (Public Relations Management))--Cape Peninsula University of Technology, 2011.<br>This research investigates the application of the quality management systems at a computer contact centre in Cape Town. It examines the issues around brand switching from the products supported by the computer customer contact centre to those manufactured by competitors. Its main interest is to interrogate the reasons customers give to call centre agents when they decide to switch brands. It also hopes to find out whether call agents understand the interrelation between quality management, bra
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18

Scaldelai, Dirceu. "Desenvolvimento de uma ferramenta para simulação de Call Centers." reponame:Repositório Institucional da UFPR, 2011. http://hdl.handle.net/1884/25944.

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Resumo: Cada vez mais, os consumidores exigem serviços e produtos de maior qualidade e com maior agilidade, pois, os mesmos não têm tempo para permanecer em filas, de qualquer que seja a natureza. Com base nisso o presente trabalho propõe a elaboração de um software em linguagem Matlab®7, para realização de simulações em Call Centers (centrais telefônicas responsáveis pelo serviço de tele atendimento), por meio do uso de técnicas de simulação de sistema. A Simulação serve para analisar quantitativamente a formação de filas de maneira prática sem a necessidade de experiências reais, que são inv
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19

Marshall, Gary. "Strategies to Reduce Job Dissatisfaction within 911 Call Centers." ScholarWorks, 2019. https://scholarworks.waldenu.edu/dissertations/7822.

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In 2017, more than 6.9 million employees parted ways with their employer because of voluntary employee turnover, layoffs, or terminations. Emergency call center supervisors who fail to implement adequate job satisfaction strategies experience reduced productivity and increased voluntary turnover. The purpose of this multiple case study was to explore the strategies some southern Ontario 911 call center supervisors used to reduce job dissatisfaction. The conceptual framework supporting the study was the competing values framework. The population included 6 supervisors of 911 call centers in the
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20

Jason, Bronwin Anastasia. "An adaptive user interface model for contact centres." Thesis, Nelson Mandela Metropolitan University, 2008. http://hdl.handle.net/10948/989.

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Contact centres (CC), are the primary interaction point between a company and its customers and these are rapidly expanding in terms of both workforce and economic scope. An important challenge for today's CC solutions is to increase the speed at which CCAs retrieve information to answer customer queries. CCAs, however, differ in their ability to respond to these queries and do not interact with the computer user interface (UI) in the same way as they each have different capabilities, experience and expertise. Studies have provided empirical support that user performance can be increased when
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21

Fulcher, Patricia Ann. "The role of attributional style in a call centre environment this thesis is submitted in partial fulfilment of the degree of Master of Business (Marketing Major), submitted to Faculty of Business, Auckland University of Technology, November 2003." Full thesis. Abstract, 2003.

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22

Majakwara, Jacob. "Application of multiserver queueing to call centres." Thesis, Rhodes University, 2010. http://hdl.handle.net/10962/d1015461.

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The simplest and most widely used queueing model in call centres is the M/M/k system, sometimes referred to as Erlang-C. For many applications the model is an over-simplification. Erlang-C model ignores among other things busy signals, customer impatience and services that span multiple visits. Although the Erlang-C formula is easily implemented, it is not easy to obtain insight from its answers (for example, to find an approximate answer to questions such as "how many additional agents do I need if the arrival rate doubles?"). An approximation of the Erlang-C formula that gives structural ins
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23

Oh, Sherry L. "Modeling ACD data to improve computer simulation of call centers." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1999. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape9/PQDD_0016/MQ47978.pdf.

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24

Rotzer, Daniel. "Massnahmen zur Steigerung der "Freiwilligen Loyalität" von Mitarbeitenden von Call-Centers (Untersuchung am Beispiel eines Contact-Centers eines Schweizerischen Bundesbetriebs)." St. Gallen, 2005. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/02602019001/$FILE/02602019001.pdf.

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25

Castro, PatrÃcia Mendes. "Impacto do clima organizacional na intenÃÃo de rotatividade em call centers." Universidade Federal do CearÃ, 2009. http://www.teses.ufc.br/tde_busca/arquivo.php?codArquivo=15628.

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O objetivo principal deste estudo foi investigar as relaÃÃes previsÃveis entre os fatores de clima organizacional e intenÃÃo de rotatividade. Foi desenvolvido com 333 operadores de call center de trÃs empresas em Fortaleza (CearÃ). As respostas obtidas foram classificadas em uma planilha eletrÃnica do programa de SPSS e submetidas a mÃtodos diferentes de estatÃsticas descritivas. Os resultados das anÃlises de regressÃo para a amostra geral revelou que o modelo explicou 18% da intenÃÃo de mudar para uma empresa de outro segmento e 20% da intenÃÃo de mudar para outro call center. A âidentificaÃÃ
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Leah, Susan. "Increasing customer satisfaction through employee satisfaction in a call center environment." Menomonie, WI : University of Wisconsin--Stout, 2005. http://www.uwstout.edu/lib/thesis/2005/2005leahs.pdf.

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Castro, Patrícia Mendes. "Impacto do clima organizacional na intenção de rotatividade em call centers." reponame:Repositório Institucional da UFC, 2009. http://www.repositorio.ufc.br/handle/riufc/16377.

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CASTRO, Patrícia Mendes. Impacto do clima organizacional na intenção de rotatividade em call centers. 2009. 86 f. Dissertação (mestrado) - Universidade Federal do Ceará, Faculdade de Economia, Administração, Atuária e Contabilidade, Programa de Pós-Graduação em Administração e Controladoria, Fortaleza-CE, 2009.<br>Submitted by Dioneide Barros (dioneidebarros@gmail.com) on 2016-04-18T14:59:20Z No. of bitstreams: 1 2009_dis_pmcastro.pdf: 690895 bytes, checksum: ec4aa3a25124aab2595fc595f194d76b (MD5)<br>Approved for entry into archive by Dioneide Barros (dioneidebarros@gmail.com) on 2016-04-25T13
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Streets, Nicole L. "A psycho-social intervention/organizational development plan for a mid-sized call center." Menomonie, WI : University of Wisconsin--Stout, 2006. http://www.uwstout.edu/lib/thesis/2006/2006streetsn.pdf.

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Gião, Paulo Roberto. "Estratégia em Call Centers: analisando o alinhamento com a práticas e tecnologias internas." Pontifícia Universidade Católica de São Paulo, 2006. https://tede2.pucsp.br/handle/handle/1198.

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Made available in DSpace on 2016-04-25T16:44:52Z (GMT). No. of bitstreams: 1 Paulo_Roberto_Giao.pdf: 837515 bytes, checksum: 39c25501b54c71d0d97d98a2ed3a1800 (MD5) Previous issue date: 2006-12-12<br>Coordenação de Aperfeiçoamento de Pessoal de Nível Superior<br>The call center (CC) industry has presented a rapid growth in many countries, it representing substantive part of workforce in these countries. This growth was stimulated by advances in technology information (IT) and for the nasty fall in data transmission and voice costs that occurred in last two decades due to telecommunicatio
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Deschamps-Berger, Théo. "Social Emotion Recognition with multimodal deep learning architecture in emergency call centers." Electronic Thesis or Diss., université Paris-Saclay, 2024. http://www.theses.fr/2024UPASG036.

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Cette thèse porte sur les systèmes de reconnaissance automatique des émotions dans la parole, dans un contexte d'urgence médicale. Elle aborde certains des défis rencontrés lors de l'étude des émotions dans les interactions sociales et est ancrée dans les théories modernes des émotions, en particulier celles de Lisa Feldman Barrett sur la construction des émotions. En effet, la manifestation des émotions spontanées dans les interactions humaines est complexe et souvent caractérisée par des nuances, des mélanges et étroitement liée au contexte. Cette étude est fondée sur le corpus CEMO, composé
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Cantrick-Brooks, Bernadine Yvonne Marie. "Trade union joining perceptions from call centre employees /." Access electronically, 2005. http://www.library.uow.edu.au/adt-NWU/public/adt-NWU20061127.111430/index.html.

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Nusshold, Patricio. "Organisation du travail et souffrance psychique dans les activités de service : le cas des centres d'appel en Argentine." Thesis, Paris, CNAM, 2015. http://www.theses.fr/2015CNAM1023/document.

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Cette recherche est le résultat de deux travaux d’analyse de l’activité dans deux centres d’appels téléphoniques en Argentine. Un travail de terrain, ainsi qu'une appréciation de plusieurs autres centres d’appels téléphoniques dans différents pays, auront servi de point de départ pour étudier deux grands axes: d’une part, l’étude des conséquences du travail dans les call centers sur la santé mentale et d’autre part, l'analyse des différentes approches de cette problématique en vue de sa transformation. La psychodynamique du travail et l’ergonomie de l’activité proposent différents regards, auj
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Sankar, Gopal Ravi. "An investigation into a natural language interface for contact centers." Thesis, Nelson Mandela Metropolitan University, 2009. http://hdl.handle.net/10948/890.

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Contact centres are the first point of contact between a company and a customer after the purchase of a product or service. These centres make use of contact centre agents to service customer queries. In the past contact centres hired as many agents as they could in order to service customers, which have led to an increase in personnel costs causing contact centres to become costly to run. Automation techniques were introduced to decrease personnel costs and one such technique is the Interactive Voice Response (IVR). The usability of IVR systems is, however, dismal. Customers would rather spea
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Perez, Kimberlee. "1-800-(Re)Colonize: A Feminist Postcolonial and Performance Analysis of Call Center Agents in India Performing U.S. Cultural Identity." Fogler Library, University of Maine, 2005. http://www.library.umaine.edu/theses/pdf/PerezK2005.pdf.

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Melo, Pedro Lucas de Resende. "Estratégia e processos de gestão em Call Centers próprios e terceirizados no Brasil." Pontifícia Universidade Católica de São Paulo, 2007. https://tede2.pucsp.br/handle/handle/1199.

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Made available in DSpace on 2016-04-25T16:44:52Z (GMT). No. of bitstreams: 1 Pedro L R Melo.pdf: 1277068 bytes, checksum: 03a18377be07d54679b16c29f3aa3fcf (MD5) Previous issue date: 2007-05-08<br>Coordenação de Aperfeiçoamento de Pessoal de Nível Superior<br>This dissertation comes from an international survey on the call center industry. Specifically this dissertation discusses about the strategy and practices of human resources in the call center industry in Brazil. We investigate if a relationship exists among the outsourcing, the strategy of the call center and the allocation of the
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Cunha, Dienany Pinto Rodrigues da. "Trabalho e saúde: precarização do trabalho dos operadores de telemarketing." Universidade de São Paulo, 2010. http://www.teses.usp.br/teses/disponiveis/59/59137/tde-23102013-162018/.

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O crescimento do setor de serviços e sua representatividade na economia brasileira, tem se mostrado muito consistente. Com especial destaque a telecomunicação, que mostra uma intensa apropriação dos avanços tecnológicos e das repercussões das alterações do molde produtivo do capital. O telemarketing atua como um canal que recebe informações, críticas e sugestões de clientes e divulga produtos e serviços de forma rápida, pelo telefone e estruturase em um diálogo padronizado, que acontece à distância, mas em tempo real. Seu objetivo central é a concretização de negócios, pois as centrais de tele
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Du, Preez Johan Joubert. "Call centre design, operation and optimisation : a structured and scientific based approach." Thesis, Link to the online version, 2008. http://hdl.handle.net/10019/827.

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Young, Susan Caroline. "Factors Affecting the Adoption of New Technology: the case of 311 Government Call Centers." FIU Digital Commons, 2015. http://digitalcommons.fiu.edu/etd/1795.

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Government call centers (311) were first created to reduce the volume of non-emergency calls that were being placed to emergency 911 call centers. The number of 311 call centers increased from 57 in 2008 to about 300 in 2013. Considering that there are over 2,700 municipal government units across the United States, the adoption rate of the 311 centers is arguably low in the country. This dissertation is an examination of the adoption of 311 call centers by municipal governments. My focus is specifically on why municipal governments adopt 311 and identifying which barriers result in the non-ado
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Ferrari, Sidney Carlos. "Abordagens de modelos de filas com abandono para análise de congestão em Call Centers." Universidade Federal de São Carlos, 2016. https://repositorio.ufscar.br/handle/ufscar/8261.

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Submitted by Izabel Franco (izabel-franco@ufscar.br) on 2016-10-26T17:09:15Z No. of bitstreams: 1 TeseSCF.pdf: 10747360 bytes, checksum: 8a9b640ece219d76af8f66468c70af0a (MD5)<br>Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-11-08T18:25:43Z (GMT) No. of bitstreams: 1 TeseSCF.pdf: 10747360 bytes, checksum: 8a9b640ece219d76af8f66468c70af0a (MD5)<br>Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-11-08T18:25:51Z (GMT) No. of bitstreams: 1 TeseSCF.pdf: 10747360 bytes, checksum: 8a9b640ece219d76af8f66468c70af0a (MD5)<br>Made availa
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Das, Diya. "Globalization and the theater of work exploring identity dynamics in Indian international call centers /." Related electronic resource:, 2007. http://proquest.umi.com/pqdweb?did=1410677881&sid=1&Fmt=2&clientId=3739&RQT=309&VName=PQD.

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Chu, Qiao M. Eng Massachusetts Institute of Technology, and Nisha Palvia. "Enhancing the customer service experience in call centers using preemptive solutions and queuing theory." Thesis, Massachusetts Institute of Technology, 2017. http://hdl.handle.net/1721.1/112874.

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Thesis: M. Eng. in Supply Chain Management, Massachusetts Institute of Technology, Supply Chain Management Program, 2017.<br>Cataloged from PDF version of thesis.<br>Includes bibliographical references (page 79).<br>The security alarms services market in the United States delivers hardware equipment and services to homeowners and businesses to help monitor and enhance personal property protection. Customer satisfaction via wait time reduction, first call resolution, and cost minimization are key drivers of success to players in this market. Most companies invest heavily in customer service sys
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Dean, Alison Mary 1950. "Delivering service quality in call centres : customers' responses and frontline employees' views." Monash University, Dept. of Management, 2004. http://arrow.monash.edu.au/hdl/1959.1/5255.

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43

Jilani, Khurram. "Performance Analysis of VOIP and VOIP codec with Economical Policy For Call Centers in Pakistan." Thesis, Mittuniversitetet, Avdelningen för informations- och kommunikationssystem, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-23207.

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As information can be sent via various mediums through different channels,  visual or vocal communication can also be carried out though various channels such as public switched networks (PSTN) and packet based switched systems which are commonly known as voice over Internet protocol (VOIP). This particular study emphasizes on voice over Internet protocol and its various aspects.   Codec is the most important aspect in VOIP communication there is variety of codecs available. In order to have right quality of voice the right codec must be selected. There are various other factors such as bandwi
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44

Dutra, Renata Queiroz. "Do outro lado da linha : Poder Judiciário, regulação e adoecimento dos trabalhadores em Call Centers." reponame:Repositório Institucional da UnB, 2014. http://repositorio.unb.br/handle/10482/15608.

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Dissertação (mestrado)—Universidade de Brasília, Faculdade de Direito, Programa de Pós-Graduação em Direito, 2014.<br>Submitted by Albânia Cézar de Melo (albania@bce.unb.br) on 2014-05-12T13:01:57Z No. of bitstreams: 1 2014_RenataQueirozDutra.pdf: 2113557 bytes, checksum: 877d113beb7be4313c47759611d2af10 (MD5)<br>Approved for entry into archive by Guimaraes Jacqueline(jacqueline.guimaraes@bce.unb.br) on 2014-05-16T15:27:50Z (GMT) No. of bitstreams: 1 2014_RenataQueirozDutra.pdf: 2113557 bytes, checksum: 877d113beb7be4313c47759611d2af10 (MD5)<br>Made available in DSpace on 2014-05-16T15:27:50Z
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45

Silveira, Sandra Maria. "Organização e uso das bases de informação para o atendimento a clientes em call centers." Universidade Federal de Minas Gerais, 2006. http://hdl.handle.net/1843/VALA-6T7QQE.

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This study opens the discussion on customer support service within the scope of Information Sciences and seeks to understand the phenomenon under the lens of Organization and Use of Information. To this end, its general objective is to analyze the informational process of customer support services rendered at call centers, with a focus on the organization and use of information bases, considering the systematization of parameters that provide subsidies to the creation, maintenance, and validation of customer service scripts. Its specific objectives are: to put customer support service into con
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46

Vasconcelos, Ana Paula Gomes. "Call centers e incomunicação: estudo sobre aceleração do trabalho e padronização do diálogo entre operador e cliente." Pontifícia Universidade Católica de São Paulo, 2013. https://tede2.pucsp.br/handle/handle/4555.

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Made available in DSpace on 2016-04-26T18:13:22Z (GMT). No. of bitstreams: 1 Ana Paula Gomes Vasconcelos.pdf: 552252 bytes, checksum: b85afea2b75c0d7df114d607ca908679 (MD5) Previous issue date: 2013-10-09<br>This study intends to analyze how call center companies dialogue with their public, considering, within that universe, customers. Workers in this business sector have to follow a script to talk to customers over the phone, one of the aspects that determine, rather than communication, incommunication. In the conception of Norval Baitello Junior, the script is considered an image. It
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Liao, Shuang Qing. "Dimensionnement des centres d’appels avec incertitude sur les paramètres d’arrivées." Thesis, Châtenay-Malabry, Ecole centrale de Paris, 2011. http://www.theses.fr/2011ECAP0027/document.

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Au cours des dernières années, les centres d'appels ont été introduits avec succès par de nombreuses entreprises axées sur les services comme les banques et les compagnies d'assurance. Ils deviennent le principal point de contact avec les clients, et une partie intégrante de la majorité des sociétés. L'émergence à grande échelle des centres d'appels a créé une source féconde de problèmes de gestion des opérations. Dans cette thèse, nous nous concentrons sur la question de dimensionnement et définition des emplois du temps dans les centres d'appels. L'objectif de notre travail consiste à dévelo
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48

Van, Wyk Dina Elizabeth. "Stressors affecting Employee Assistance Programme personnel within a call centre environment." Diss., Pretoria : [s.n.], 2006. http://upetd.up.ac.za/thesis/available/etd-06052007-114841.

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Roque, Isabel Maria Bonito. "As linhas de montagem teleoperacionais no mundo dos call centers : um retrato local numa moldura transnacional." Master's thesis, FEUC, 2010. http://hdl.handle.net/10316/12832.

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50

Molholt, Stephanie Anne Leu 1972. "A place to call home: Examining the role of American Indian community centers in urban settings." Thesis, The University of Arizona, 1996. http://hdl.handle.net/10150/291416.

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Assimilation has long been the driving force behind the federal government's policies relating to American Indians. The termination and relocation policies of the 1950s and 1960s exemplify government actions in this area. As a direct result of these two policies there was an influx of American Indians into urban areas. Abandoned by the federal government and facing competition from other minority groups for state services, American Indians began to develop their own service organizations. Urban Indian community centers, many pan-Indian by necessity due to the numerous tribes present in each ur
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